When not to build an agent.
Tomas Reid
Founder
Three signs a workflow should stay with people, and why saying so is good business.
The most useful answer is sometimes no
Many of our audits end with at least one workflow we tell the client not to build. These are the three reasons that come up most.
Low volume
If it happens a hundred times a month, the running cost eats the saving. Penhale Accounting looked at a sales agent for 300 leads a month and the numbers came back negative. They kept $14,000 and came back a year later.
Judgment that can’t be written down
Some work depends on knowing the customer, the history or the mood of the room. Agents can support that work. They shouldn’t own it.
A moving target
If the process changes every month, you’ll spend more on retraining than you save. Fix the process first.
Saying no builds the relationship
A client who is told not to spend $14,000 remembers it. When the numbers change, they call you first.
